by Colin Shaw | Dec 3, 2012 | Customer Experience
Customer Satisfaction, Loyalty, Recommendation, Effort, Spend, Tenure…the list of customer experience metrics is long and varied. Companies often track more than one and use it as an indicator of how well their customer experience is being delivered. They are reported...
by Colin Shaw | Nov 29, 2012 | Management
In a TED talk surgeon Charles Limb described how he used an fMRI scanner to test which areas of the brain ‘lit-up’ when Rappers and Jazz musicians improvised musical passages (being creative) vs. Just remembering a musical sequence. Interestingly, he found that in...
by Colin Shaw | Nov 28, 2012 | Employee Experience
NPR (National Public Radio) recently ran the story of Maneesh Sethi who literally hired someone to sit with and slap him (a slapper) each time he got off course while working virtually. The British version of the slapper may also have productivity effects but we’ll...
by Colin Shaw | Nov 26, 2012 | Customer Experience
One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where the blockages are in your organisation towards customer centricity your initiatives could end before they even begin. So how...
by Colin Shaw | Nov 22, 2012 | Emotional Experience
Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour in our jobs? We often get asked these questions and most recently during our last webinar New research of top emotional...
